Customer Care

Interested in communication, problem-solving, or working with people? This Virtual Taster with Barclays puts you in the shoes of a customer service representative managing tricky calls. You’ll practice calming upset customers, using clear language, and following real complaint-handling processes to find the best solution.

In this Virtual Taster, you’ll respond to a realistic scenario where a customer is unhappy due to a payment error or slow service. Your task is to draft a short call script that shows how you’d calm the customer, acknowledge their concerns, and explain what happens next, along with a log of what was said on the call to share internally. To build your skills, you’ll review helpful documents like Barclays’ complaints process, response templates, and dos and don’ts of customer language. As you work through the activity, you’ll learn how to handle complaints calmly and professionally using the IRIS framework—an industry-standard approach. You’ll also find out the key information to gather from customers to resolve their issues quickly. At the end, you’ll see a model answer from an expert, breaking down how they applied the framework and the best ways to reassure customers and follow procedures. This is a great chance to develop communication skills and understand what goes into effective customer service in the real world.